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melissasayler74

1 Message

Friday, March 12th, 2021 10:20 PM

Camera constantly disconnecting

I am tryng install a new camera. And I'll get it set up ok, but it will lose connection almost immediately. I've tried deleting camera and reinstalling it all over the house - near the router, outside (where I ultimately want to put it), and nothing seems to help..

The funny thing is - I have two other cameras, and a security system, and none of them have this trouble... and the two cameras are further from the wifi router than this one would be.

What do I do here?

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Updated 

2 years ago

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captain11

Captain

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6K Messages

3 years ago

@melissasayler74 by chance, is this camera purchased before the other two? Is the resolution 720, the older model? If either answer is yes, call support. There were certain units that had a memory issue and will have to be replaced. At a minimum, you can troubleshoot with SS support and if necessary  they will replace it under warranty.

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gilbertashdown

1 Message

3 years ago

I am having a similar issue, I have four cameras that are not connecting to the internet.  I can get them to install on the app, but from there they keep disconnecting.  They connect for maybe a second only to disconnect and this goes on continuously.  I already have a door bell cam and simplicam installed in my house with no issues.  However, these four simply will not stay connected and they all flash yellow.  

My cameras that are already installed are running software version 2.6.1.154 (door bell cam) and 2.6.1.107 (simplicam) while the newly purchased cameras are running 2.2.5.39.  I assume the newly purchased ones are running an older software since it is unable to update.  

In case it is a simplicam firmware issue below are the serial number associated with the simplicams that will not connect:

0062781 (purchased from Best Buy)
0057DC4 (purchased from Simplisafe)
01D66C7 (purchased from Lowes)
01B8485 (purchased from Lowes)

If anyone is able to confirm there is an issue with these cameras or provide a solution it would be very helpful.

Thank you

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davey_d

Community Admin

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5.6K Messages

3 years ago

@gilbert.ashdown
If we have this right, you've got six SimpliSafe cameras in total, and only two of them are able to connect?
And by "disconnecting", you mean that the cameras are indeed able to install on your account, but when you try to access them, the feed cuts out?

We suspect that there might be a bandwidth issue going on, with so many cams trying to link up all at once. Or else another issue with your router. We'll have one of our Specialists reach out for some troubleshooting!

- Johnny M.
SimpliSafe Home Security

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sgunes

1 Message

2 years ago

I have the same problem with brand new indoor Simplisafe camera that constantly disconnects from Asus Router that is placed 3 feet from it. Bad batch of cameras, firmware problem, bad software or all of the above?

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davey_d

Community Admin

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5.6K Messages

@sgunes​ this thread is from two years ago, and there have been several firmware updates since then to resolve similar issues.

Have you already tried moving the camera away from the router?

Also, it might be an issue with compatibility. We recommend setting up a secondary or guest WiFi network locked to 2.4GHz and WPA2 encryption. Some technologies, like OFDMA, may also interfere with the connection.

For further assistance, our Support team can take care of you.

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2 years ago

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